DATA SHEET
CLARABRIDGE ANALYZE
YOU’VE GOT THE FEEDBACK. NOW GET THE MOST OUT OF IT.
The number of ways organizations interact with consumers is steadily increasing: an average Clarabridge
customer has 25 different sources of customer experience data coming into the organization. The information is
there – but how do you turn these floods of data into actionable insights?
Clarabridge Analyze enables customer experience analysts and administrators to not only listen to all sources of
customer feedback, but to also understand it. Clarabridge Analyze integrates all customer feedback sources into
a centralized hub for efficient and consistent analysis. Analysts can then administer, configure, and analyze the
data at a granular level of detail.
Built on Clarabridge’s award-winning Intelligence
Platform, Clarabridge Analyze leverages sophisticated
technology that illuminates both the topics and the
emotions expressed in your customer feedback with
the highest accuracy rate in the industry:
• Natural Language Processing Engine–
patented, high fidelity NLP and Sentiment in
many languages, including the identification of
contentful data in social media
• Sentiment Analysis Engine–word and phrase
dictionaries tuned on an 11-point scale (unique to
the industry), modification, negation, content, and
exception rules all available for fine tuning
• Structured Data Joiner–correlates customer and product or location details like name, email, phone, UPC,
store location, etc. to unstructured customer feedback for sophisticated analysis
ANALYSIS FEATURES
Analysts can easily identify the root cause of issues, analyze them for actionable insights, and share those
insights with business users for faster resolution. Features include:
• Categorization Suite–30+ starter templates, rule based categorization, automated theme detection,
clustering, and machine learning
• Automated Theme Detection–Uncovers major themes, events, and trends based on your data. Theme
Detection lets you find out what you didn’t know, or get ideas on where to start your own model
• One-Click Root Cause Analysis–Identifies and ranks the source of key issues to identify the why behind
the what
• Social Intelligence–Clarabridge is uniquely attuned to the nuances of social media, including the slang
and the spam. Our new social context awareness feature captures the categories and sentiment of a whole
thread of comments, even if the key words don’t appear in subsequent posts
• Entity Creation–Pulls demographic data out of unstructured feedback, so it can be processed and
compared alongside data that includes those identifying details
• Insights Analysis–Actionable insights served up at a single click
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REPORTING FEATURES
Advanced reporting features make it easy to visualize the trends,
issues, and insights hidden in your data:
Custom Reporting–Data is displayed in a variety of report formats to
easily display information
• Scorecard–The configurable scorecard view displays the KPIs
that are important to your organization as well as the top drivers
of your customer experience
• Report Packaging–Pre-defined groups can be scheduled and
distributed throughout the organization
• Trend Alerting–Alerts can be set to detect emerging issues
based on volume or sentiment or in the text such as “I’m going
to sue”
Gain a 360° view of your customers and make better-informed
business decisions by analyzing all data in the most sophisticated way
possible, with reports that make sense for your business.
For more information, contact a Clarabridge representative at
+1 (571) 299-1800, or email us at [email protected].
ANALYSIS OF
ALL YOUR DATA
SOURCES
Clarabridge processes all of
your customer experience data,
including surveys, agent notes,
social media (Twitter, Facebook,
review sites, blogs, forums,
etc.), chat, emails, and warranty
notes. Through enhanced APIs
and Clarabridge Connect, our
enterprise data integration suite
including a dozen pre-built data
connectors, companies can easily
interface with the Clarabridge
Intelligence Platform.
Clarabridge is the leading provider of intelligent Customer Experience Management (CEM) solutions for the world’s top brands. As the
premier provider of CEM, Clarabridge enables Global 1000 businesses to intelligently listen to, analyze, operationalize, and measure
multi-source customer feedback through intelligent sentiment and text analytics. Insights extracted through Clarabridge enable
organizations to create a universal understanding of their customers, partners, and employees; make actionable business decisions with
measurable ROI and collaborate on those decisions both internally with stakeholders and externally with customers. With hundreds of
CEM implementations, Clarabridge is the 7th fastest growing software company, powering the CEM programs for companies such as
B/E Aerospace, Best Buy, Charming Shoppes, Inc., Choice Hotels, Dell, Expedia, E.ON, Fidelity, Gaylord Hotels, Government of British
Columbia, Intuit, J.D. Power, L’Oréal USA, Marriott International, PetSmart, QVC Inc., Sage North America, United Airlines, Walmart,
Walgreens, and Wendy’s International. Clarabridge is privately held with offices in Reston, VA, San Francisco, CA, Miami, FL, and London,
UK. For more information, visit www.clarabridge.com or on Twitter: @clarabridge.
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